A GUIDE TO OUR SERVICES

Transcription

1 Roman Road Health Centre Fishmoor Drive Blackburn BB2 3UY PMS Practice A GUIDE TO OUR SERVICES Telephone: Fax: Opening Hours: Monday to Friday 8:30am-6:30pm Except Wednesday 8:30am-1:00pm Evenings and Weekends: New 111 Service Urgent attention only telephone: 111 (calls to 111 are free of charge) Roman Road Health Centre - Practice Leaflet

2 WELCOME Our team consists of two General Practitioners, one salaried GP, one or two Registrars, one FY2 Doctor, medical students, two Practice Nurses, Practice Manager, Accounts/Financial Assistant, Personal Secretary/Medicines Co-ordinator, Senior Receptionist, Phlebotomist/Receptionist and two other Receptionists. Community Staff: Midwifes, Treatment Room Nurses, Health Visitors, Administrative Support Worker, Nursery Nurse, Shared Care Drug Counselling Team, Mental Health Counsellors, Podiatrist, Speech Therapist, Community Matrons and District Nurses. Our Practice is an appointed general practitioner training practice and often benefits from the service of a general practice registrar. These are qualified doctors with variable degree of hospital experience. The practice also trains medical students providing them with experience in general practice. It is valuable for them to see patients, but please tell us if you object to their presence. Records may be used for doctors and medical staff involved in training. If you have any objections please inform reception. Occasionally a locum doctor may do a surgery to cover at peak periods. Our Practice has recently been commended as one of the best Training Practices by the North West Deanery. Our Mission Statement: is to provide excellent up to date personalised family medical continuity of care in a small Practice environment. Dr Mandeep Gill MBChB DRCOG MRCGP Dr Gill joined the practice as a partner on the 1st July Dr Gill s interests are joint injections, dermatology and diabetes. Dr Gill is a GP Appraiser and has trained as a GP Trainer and also mentors student doctors within the Practice. Dr Gill is married with 3 children and is a keen chef. Dr Claire Rushton MB DROCG DCH MRCGP DFSRH PGC Med Ed Dr Rushton joined the practice as a partner in She offers a full range of general medical services as well as child health development, minor surgery, coil and implant fitting for contraception. She is also the Chairperson of the East Lancashire Family Doctor Association and National Vice Chairperson of the Family Doctor Association. Dr Rushton is a GP Appraiser, she has trained as a GP Trainer and also mentors student doctors within the practice. Helen McMurray, Practice Nurse (QN) Helen is a highly qualified Practice Nurse who provides women s health services including sexual health, cervical smears and contraception advice. She runs the childhood vaccination clinics and travel health service providing information on travel health and vaccinations. She also sees patients with ear problems, COPD and provides smoking cessation. She is an independent prescriber and can prescribe medications for certain conditions. Vicki Lee, Practice Nurse (QN) Vicki is a highly qualified Practice Nurse, who runs clinics for COPD, Diabetes, Hypertension and Asthma. She also jointly runs the childhood vaccination clinics. In addition she can carry out cervical screening and gives general health advice. She is an independent prescriber and can prescribe medications for certain conditions. Roman Road Health Centre - Practice Leaflet

3 Queen s Nurses Both Helen and Vicki have been given the prestigious title of Queen s Nurse (QN) by community nursing charity The Queen s Nursing Institute (QNI). The title is not an award for past service, but indicates a commitment to high standards of patient care, learning and leadership. Nurses who hold the title benefit from developmental workshops, bursaries, networking opportunities, and a shared professional identity. Crystal Oldman, Chief Executive of the QNI said, Congratulations are due to Helen and Vicki for their success. Community Nurses operate in an ever more challenging world and our role is to support them as effectively as we can. The QN title is a key part of this and we would encourage other community nurses to apply. Johanne Shorrock, Practice Manager Johanne Shorrock is the Practice Manager and she would be happy to help you with any queries or problems you may have about the administrative or non-medical aspects of your health care. She is responsible for the day to day running of the practice and is available to discuss any suggestions or complaints. Johanne trained as a GP Lay Assessor and is involved in the assessment process for doctors that apply to join the North West GP Training Scheme. Johanne also works in her spare time as a Specialist Advisor for the Care Quality Commission. She can be contacted by telephone on or ed at johanne.shorrock@nhs.net Marilyn Fox, Accounts/Financial Assistant Marilyn assists the practice in all financial undertakings including producing the accounts, wages and pensions. Lynne Beswick, PersonalSecretary/ Medicines Co-ordinator Lynne provides secretarial support to the GP s and locums doctors and also the Practice Nurses. Lynne is also qualified as a Medicines Co-ordinator and if you have any problems with regard to your medication she will be able to help you with this. Ryan Whitehouse, Senior Receptionist Ryan is responsible for the smooth running of the reception Emma Alston, Kellie Morris, Julie Milligan & Sumaiya Patel, Receptionists/Administrators Emma, Julie, Kellie & Sumaiya are also here to help you. They have a difficult job to do, with calls and enquiries from every direction and taking requests for repeat prescriptions, so please be patient. When telephoning for medical attention, the receptionist may ask you for a few details. They have been trained to make these enquiries so that we can help you in the most appropriate way. If you have any queries about test results, hospital appointments, ambulance bookings or anything you are not sure about, please telephone the surgery in the afternoon for advice. Roman Road Health Centre - Practice Leaflet

4 Treatment Room Services Treatment room services commenced at Roman Road Health Centre again in June Currently the treatment room service is provided all day Mondays and Fridays. The following services are provided, taking blood samples, taking blood pressures, carrying out ECGs, changing dressings and the removal of sutures. Please call to book an appointment on: (01254) ). COMMUNITY STAFF Health Visitors Now based at Innovation House, Blackburn although they do run a Baby Clinic at Roman Road Health Centre on Friday mornings. District Nurses (based at St Georges Surgery) Our District Nurses care for our patients who are housebound or who have just come out of hospital in their own homes on behalf of the GP s. Midwife The midwives are now based at Highercroft Children s Centre every Tuesday. REGISTERING WITH THE PRACTICE You can register by completing a registration form which can be obtained from Reception at the practice. When you register we will ask you to make an appointment to see the Practice Nurse for a new patient health check. This will make sure that our records are accurate and all routine checks to promote your health and wellbeing are up to date. Inner Boundary Areas Covered by Practice Darwen Ewood Guide Haslingden Road Highercroft Infirmary Lower Darwen Outer Boundary Areas Covered by Practice Blackburn central East Park Road Griffin Hoddlesden Livesey Branch Road Mill Hill Montague Street Oswaldtwistle Pleckgate Roelee Shadsworth Whitebirk SURGERY OPENING TIMES: Monday 8:30 am 6:30 pm Tuesday 8:30 am 6:30 pm Wednesday 8:30 am 1:00 pm Thursday 8:30 am 6:30 pm Friday 8:30 am - 6:30 pm Roman Road Health Centre - Practice Leaflet

5 APPOINTMENTS URGENT CASES WILL BE SEEN ON THE DAY If your condition is non-urgent you can expect to see a GP within two working days, though you may have to wait longer if you wish to see a particular GP. You can also expect to see a Nurse within one working day. Please let us know if more than one member of family needs to be seen as you will need a longer appointment. You can book a telephone consultation with a doctor if you feel that your illness could be dealt with over the telephone. The Receptionist will take your number and give you a time when the Doctor will ring you back. You can now book your appointment on line by registering with the Practice for EMIS Access and once you have been issued with a password you can then book or cancel your appointment on line at any time. PLEASE BE ON TIME Please arrive promptly and remember to cancel your appointment if it is no longer needed or you are not able to keep it. This could then be given to another patient who may need to see the doctor urgently. HOME VISITS Our doctors typically see four patients in the practice in the time it takes to do a single home visit. For this reason we ask out patients to come to the practice if at all possible. However, we can visit your home if your condition means you cannot attend surgery. Please ring before 10:00 am to arrange a visit and let us know if your condition is urgent. ACCIDENT AND EMERGENCY/999 If you or someone else experiences severe chest pain, loss of blood or suspected broken bones go to your nearest Accident and Emergency Department or call 999. Accident and Emergency Departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment. OUT OF HOURS NHS Rolls out the new 111 service in East Lancashire This service replaces NHS Direct. When to use it? You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation. You should call 111 if: it's not a 999 emergency you think you need to go to A&E or another NHS urgent care service Roman Road Health Centre - Practice Leaflet

6 you think you need to go to A&E or another NHS urgent care service you don't think it can wait for an appointment with your GP you don't know who to call for medical help This is also the new out of hours number For less urgent health needs you should still contact your GP in the usual way. For immediate, life-threatening emergencies, continue to call 999. REPEAT PRESCRIPTIONS There are currently 6 different methods of ordering your repeat prescriptions as Follows: Telephone: (01254) between 10:30am 2:00 pm daily, except Wednesdays (half day) between 10.30am 1:00 pm. 2. Fax: Any time No: (01254) By Letter please enclose SAE with request Post Box in reception - please indicated the items required by marking right side of prescription or write each item clearly, including your name and date of birth. address: repeats.p81709@nhs.net By registering with the Practice for EMIS Access and once you have been issued with a password you can order your repeat medication on line at any time. PLEASE ALLOW 48 HOURS FROM REQUEST FOR SIGNED PRESCRIPTIONS TO BE COLLECTED LOCAL PHARMACIST If you are housebound and unable to attend the surgery, your local pharmacy will arrange a collection and delivery service for your repeat prescriptions. Just ask. Also, your local pharmacist will be able to give you free advice at any time you don t need an appointment. Remember you can treat many minor ailments such as colds, coughs and indigestion by keeping a well-stocked medicine cabinet at home. We suggest you keep the following: Paracetamol and aspirin (children under 16 and people with asthma should not take aspirin) Mild laxatives Anti-diarrhoeal medicines Rehydration mixture Indigestion remedy (example, antacids) Travel sickness tablets Sunscreen SPF 5 or higher Roman Road Health Centre - Practice Leaflet

7 Sunburn treatment (ie. Calamine) Tweezers and sharp scissors Thermometer Selection of plasters, non-absorbent cotton wool, elastic bandages and dressings Remember Keep medicines in a secure locked place out of reach of small children Always read the instructions and use the suggested dose Watch expiry dates don t keep or us medicines past their sell by date. Take all unwanted and out of date medicines back to the pharmacy BLACKBURN WITH DARWEN CLINICAL COMMISSIONING GROUP The area served by Roman Road Health Centre is in the district covered by the Blackburn with Darwen Clinical Commissioning Group. Blackburn with Darwen Clinical Commissioning Group are responsible for ensuring you get all the services you need and produces Your Guide to Local Services. Information available from: Blackburn with Darwen Clinical Commissioning Group Infusion House Evolution Park Haslingden Road Blackburn BB1 2FD Telephone: Fax: COMPLAINTS We operate a Practice complaints procedure and our Complaints Manager is Johanne Shorrock, Practice Manager. Our aim is to give the highest possible standard of service in a friendly and professional manner. If you have any concerns please let us know. Speak to whomever you feel comfortable with your GP, Practice Manager or reception staff will all be happy to help. We will try and deal swiftly with any problems that may occur. However, if you feel that we have not dealt with the issues you have raised you can write to the Independent Contractor Services at NHS England, P.O Box 16738, Redditch, B97 9PT. Telephone (Monday to Friday 8am-6pm, excluding English Bank Holidays) england.contactus@nhs.net Roman Road Health Centre - Practice Leaflet

8 Patient Forums In the past the Practice has held patient forum meetings at the surgery, usually on Thursday in the early evening. We have discussed clinical issues such as gastric bypass operations, dieting etc, as well as appointments and the issuing of prescriptions. Open Day Patient Participation Events Please watch out for details of our next Open Day Patient Participation event, which will be displayed in the Reception area in the surgery. Please feel free to come along and have your say / everyone is welcome. Please come along tell us what we are doing right and any helpful suggestions will be very welcome. Virtual Patient Reference Group The Practice has now developed a virtual patient reference/participation group. This forms the basis of an community, which enables the Practice to correspond and consult with patients eliciting their views on the services that we provide to you on a regular basis. If you would like to join and become part of our virtual patient reference group please contact Mrs Johanne Shorrock, our Practice Manager by on: johanne.shorrock@nhs.net Local Patient Survey Every year the Practice produces a local patient survey, which asks patients for their views and feedback on the services they received at our Practice. Each year patients are asked if they would be willing to complete a local patient survey. This survey forms the basis of a short list of priorities/issues that are identified. This year we asked our patients for their suggestions and questions to include within this survey: We are planning out our next annual survey and to ensure that we ask the right questions, we would like to know what you think our key priorities should be when it comes to looking at the services we provide to you and others in the Practice. What do you think are the most important issues on which we should consult our patients? Some suggestions could be: Clinical care Getting an appointment Reception Issues Opening Times Parking Ordering Prescriptions Roman Road Health Centre - Practice Leaflet

9 Patients with particular needs There is wheelchair access to the surgery with a designated parking space outside the main entrance which is reserved for patients displaying a disabled sticker. We can also arrange interpretation and translation services for patients who do not speak English. Please let us know if you need this service when booking an appointment. Patient Confidentiality We respect your right to privacy and keep all your health information confidential and secure. You have a right to know what information we hold about you and if you would like to see your records please contact our Practice Manager, Johanne Shorrock. Zero Tolerance We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our GP s, staff or patients. If a patient is violent or abusive, they will be warned and if they persist we will exercise our right to take action to have them removed from our practice list. Physical violence will result in immediate removal. We are a Personal Medical Services Practice This allows the practice flexibility in employing extra doctors and nurses and providing additional service. New Practice Website We are pleased to announce that we now have anew Practice website available. Please visit our site on: Please feel free to let us know your views, comments and suggestions. Roman Road Health Centre - Practice Leaflet

10 Roman Road Health Centre - Practice Leaflet